News : Telenor Triumphs in Customer Care, Wins WCA Best Customer Care Award
Islamabad, Pakistan, Dec 29, 2016 -- Telenor Pakistan won the Best Customer Care award at the World Communication Awards (WCA) 2016.
Brands from around the world are honoured at the annual awards, after being assessed by members of the communications industry on a rigorous set of criteria.
Telenor Pakistan made the country proud by coming out on top in the Best Customer Care category.
Sponsor message - content continues below this message
Employee Engagement Awards NOW OPEN!
Enter your center,and compete for this prestigious award to attract new staff and show investors and customers you are #1 in your nation!!
Content continues ….
Some of the efforts that landed Telenor Pakistan this award included:
Reduced call-waiting times
Prioritising call routes based on need, rather than revenue
Closing the query loop in a single call
The judges at the WCA lauded Telenor Pakistan’s customer service as "a truly customer-focused programme backed up by customer metrics, but linked to business impact, which is significant."
To acquire such level of excellence, Telenor designed the "Customers are us" approach for the customers which helped in developing over 300,000 positive interactions.
The company abandoned the old revenue based call routing system and replaced it with a customer need based queue system. This change made Telenor the only telco in Pakistan to structure their call routing based on what the customer needs, and not their revenue profile.
With the help of its smart approach, Telenor reduced the number of 42,000 callers (impacted daily due to delayed wait time, or not being able to get through) to 5,500 in 2015.
As of now, 13,500 calls are not being abandoned or rejected and 7,000 previously being restricted are able to connect. 16,000 customers having a wait time of 15 minutes or more was condensed to zero customers waiting more than 5 minutes in a day.
Telenor’s philosophy has always been intensively customer-centric, by keeping their customers at the heart of everything they do. The desire to provide the best customer care fuels their efforts to bring innovation and quality services to their service subscribers.
Telenor aims to not only continuously evolve over time, but also invent new and even more efficient ways of providing care to their customers.
With its continued commitment to Customer Care, Telenor Pakistan hopes to keep driving forward the telecom industry standard in Pakistan.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Do Your Agents Have All The Right Tools?
About Telenor Pakistan:
The Telenor Group is dynamic and flexible in its business approach, always exploring new markets and new technologies to make long-term investments. This is part of the reason why Telenor has grown from a national telephone service company in Norway to become one of the world's mobile provider in less than two decades. At the time of its Initial Public Offering in 2000, Telenor had a mobile subscriber base of 15 million. By the end of the third quarter 2009 this reached 172 million. The Telenor Group is now a driving force in the industry, engaging in pioneering research and technology development and other areas that are important to develop the core business of Telenor further.
Published: Friday, December 30, 2016
|REACH for Telecom|
Reach is a Palestinian contact center for outsource telecommunications. Established in 2009, Reach is a member of PALTEL companies, offering performance-driven services, through multi-communication ch...
Recognized as a worldwide provider of IP-based communications services to businesses, AT&T is also a provider of wireless, high speed Internet access, Wi-Fi, local and long distance voice, and directo...
Meeting challenges of your extended enterprise: For enterprises and government agencies around the world, like yours, we are a provider of global IT, security, and communication solutions, with one of...
HKT is Hong Kong's premier telecommunications service provider and leading operator in fixed-line, broadband and mobile communication services. It meets the needs of the Hong Kong public and local and...